Tag: Apple Store Keystone

As of October 31st, 2012 I officially consider this issue resolved positively. Apple replaced the MacBook Pro on the spot after identifying the issue as the adhesive between the battery and the upper case. Do please read the updates at the bottom of this post for full details. Thanks!

I use Apple hardware for almost everything these days for a few reasons including but not limited to: build quality, operating system and features, ease of use, fit and finish, and support. When you buy a $2,200 laptop from Apple, a $800 iPad, or anything else – you generally expect it to be the utmost of quality and to ‘just work.’ This has been my experience with every Apple product I’ve owned so far until now.

I purchased a base-model Apple Retina MacBook Pro 15″ from the Keystone Apple Store on the north side of Indianapolis on October 6th, 2012. I was very happy with the machine, that is, until I was sitting in my quiet hotel room during the cPanel Conference in Houston, Texas on October 8th, 2012. I found that the space bar was making such an unbearably loud ‘screech’ when pressed that there was no way I could possibly continue using the machine. I called AppleCare and they directed me to take the machine to the Apple Store in the Houston Galleria Mall, which I did.

I walked up to the Genius Bar for my appointment and explained the issue to the technician. He said that he could not hear it in the store, as Apple stores are almost always loud, and wanted to take it into the back to see if he could hear it, which I said was fine. After a minute or two in the back the tech re-appeared and agreed that the noise was unbearably loud and he said that he could understand why I was unhappy. He actually removed the key to see what was wrong, and found that when removed the key was nearly translucent. He explained that the key was simply a manufacturing defect. In trying to put the key back on, it even chipped. Continue reading